Your Role in Action – Key Responsibilities
Lead & Inspire
* Own the Product Support function with confidence, bringing clarity, structure, and energy to a globally distributed team.
Design How We Work
* Shape the operating model — define smart processes, clear workflows, and the measurable outcomes that show we’re succeeding.
Level Up Our Support Experience
* Continuously evolve our support platform, boosting efficiency while still delivering customer experiences we’re proud of.
Automate & Optimise
* Hunt for opportunities to streamline and automate, using data insights to focus on improvements with the biggest impact.
Collaborate Across Teams
* Partner closely with Product and Engineering, ensuring smooth communication, seamless handovers, and a truly connected way of working.
The Perfect Match: Your Skills & Talents
* Strong grasp of ITIL-based Service Management and love putting best‑practice thinking into real‑world action.
* Know Zendesk like an old friend — configuration, reporting, optimisation… you’re confident making it work smarter, not harder.
* Always looking for ways to improve things, using data, metrics, and user feedback to fuel continuous improvement.
* Communicate clearly and confidently, building great relationships with stakeholders and adapting your style to suit the audience.
* Technically fluent and great at translating complex information into language everyone can understand.
* Bring 3+ years’ experience in a Service Desk Manager or similar role, and you're ready to take on more.
* Have an ITIL Foundation certification, with higher‑level qualifications being a welcome bonus.
* Understand the key pillars of great service — incident, problem, change, and knowledge management — and you’ve used Zendesk to support them effectively.
* Excellent stakeholder management, written and verbal communication skills.
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